Due to the occasionally high volume of inquiries, we ask you to take a look at the “Frequently Asked Questions” before contacting us via the help assistant. Perhaps you will already find an answer to your request in it. Just enter some keywords related to your question in the search field:
In order to process your request as quickly as possible, please answer the following questions
We have no influence on when we receive your results from the affiliated laboratories
We do not have access to your data
We cannot transmit results to you via e-mail or fax
We cannot correct data
We cannot guarantee that you will reach us personally
We receive all results from the affiliated laboratories around the clock
If you use our app and have notifications enabled, you will be notified immediately when your result is available. (The system is very reliable, but it doesn’t hurt to check the status yourself in between).
We provide detailed information on our website about the process and possible problems
We try to identify problems and then solve them as quickly as possible with the laboratories involved
It is very helpful if you point out problems to us, as this is the only way we can look for a solution with our partners at an early stage.
If there are general disturbances, we will inform you about it
If your result is not ready to be called on time, be patient. Currently, up to 5 business days delay may not be avoidable
If you are shown “Sample on the way” for a conspicuously long time, check whether you can retrieve your result via our system at all. Is there an explicit reference to “My Lab Result”?
Answer the following questions truthfully. They may seem pointless to you, but this is the only way we can detect problems automatically and thus quickly and reliably
Understand that we cannot help you individually
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